Director, Central Reservations / Call Centre

What perks can you expect?

• Work in a dynamic, culturally diverse team from around the globe 
• Work experience in an iconic, unforgettable, and inspiring location 
• Free access to Pursuit attractions for staff and family, send a friend at half the price!
• Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
• The chance to work in an inclusive culture and make life-long friends 
• Access to subsidized mental health and wellness resources
• Opportunities for career growth or future work at other Pursuit locations 

What will be your daily pursuit?

The Director, Central Reservations / Call Centre is responsible for leading the centralized call center operations for a global hospitality organization. This one year maternity leave coverage role will be responsible for managing the Global agents and Training manager team as well as supporting the Sr Director of Revenue Operations to achieve predefined objectives

 

A key focus of the role is leveraging new technology platforms to transform traditional reservations centers into a modern, scalable, data-driven contact hub. Reporting to the Sr Director of Revenue Operations, the Director should have a proven track record of significantly enhancing team performance to elevate both guest and staff satisfaction. They should possess practical experience in driving improvements in a fast-paced, highly matrixed organization. Experience within the travel and hospitality industry is highly desirable

What will your compensation be?

The base compensation for this role is up to $88,000 USD.

What will you do in this job?

Strategic Leadership:

• Define and implement a global vision for Central Reservations that aligns with enterprise goals
• Assist with developing and implementing best-in-class reservations processes to drive efficiency, accuracy, and scalability aligned across all Pursuit geographies.
• Evaluate seasonal workforce planning needs and manage recruitment strategies
• Lead change management efforts within the team as systems and processes evolve
• Utilize Training manager to build a robust CRES University platform and reduce onboarding time
• Govern our CX platform of Medallia to amplify our connection to the guests

Reporting Excellence:

• Monitor and optimize key performance metrics such as average speed of answer, call quality, revenue per agent, service level achievement and guest satisfaction
• Generating reports on reservation performance, analyzing trends, and providing insights to inform decision-making

Technology Innovation:

• Partner with IT and external vendors to assess, deploy, and scale modern contact center technologies.
• Elevate AI-driven tools such as Predictive routing and voice analytics and Sentiment analysis and real-time escalation triggers
• Continuously assess and evolve the tech stack to reduce friction, improve agent efficiency, and elevate guest experience.
• Optimize our multi-channel platforms of Phone, Chat, and Email

People & Culture Leadership:

• Lead and inspire a global team across multiple geographies and cultures.
• Develop a strong leadership pipeline and foster a guest-first, digitally fluent workforce.
• Ensure ongoing training and upskilling of agents and supervisors to effectively work alongside AI tools and evolving platforms.
• Champion diversity, inclusion, and a culture of continuous improvement.

 

 

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What skills and experience do you need for this job?

• Bachelor’s degree required in Business, Marketing (or comparable) (Combination of equivalent experience and education will be considered)
• Minimum 10 years in the hospitality, travel, or contact center industry, including 5+ years in leadership of global or regional team.
• Deep expertise in contact center management, transformation, and scaling operations.
• Demonstrated success in deploying new technology in a service environment.
• Strong business acumen, program management, and cross-functional collaboration.
• Excellent leadership, communication, and change management capabilities.
• Knowledge of leading platforms (e.g., Five9, CRS, PolyAI, LevelAI, or LivePro) is a plus.

 

This job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.

 

To handle this job successfully, any perso